IT service management
IT service management or IT service support management (ITSM or ITSSM) refers to the implementation and management of quality information technology services. IT service management is performed by IT service providers through people, process and information technology. The following represents a characteristic statement from the ITSM literature:
Providers of IT services can no longer afford to focus on technology and their internal organization[;] they now have to consider the quality of the services they provide and focus on the relationship with customers.
ITSM is process-focused and has ties and common interests with process improvement frameworks and methodologies (e.g., TQM, Six Sigma, business process management, CMMI). The discipline is not concerned with the details of how to use a particular vendor's product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.
IT service management in the broader sense overlaps with the disciplines of business service management and IT portfolio management, especially in the area of IT planning and financial control. ITSM is generally concerned with the "back office" or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development. In this respect, ITSM may be seen as analogous to an enterprise resource planning (ERP) discipline for IT.
IT service management is an enabler of information technology governance (or information management) objectives. It does not typically include project management or program management. In the UK for example, the Information Technology Infrastructure Library (ITIL), a government-developed ITSM framework, is often paired with the PRojects IN Controlled Environments (PRINCE2) project methodology and Structured Systems Analysis and Design Method for systems development.
ITSM is related to the field of management information systems (MIS) in scope. However, ITSM has a distinct practitioner point of view, and is more introspective (i.e. IT thinking about the delivery of IT to the business) as opposed to the more academic and outward facing connotation of MIS (IT thinking about the 'information' needs of the business).
There is an international, chapter-based professional association, the IT Service Management Forum (ITSMF), which is focused on ITIL and the ITSM audit standard ISO/IEC 20000. There is also a global professional association, the IT Service Management Professionals Association (IT-SMPa).
Information Technology Infrastructure Library (ITIL)
IT service management is often equated with the Information Technology Infrastructure Library (ITIL), an official publication of the Cabinet Office in the United Kingdom. However, while a version of ITSM is a component of ITIL, ITIL also covers a number of related but distinct disciplines and the two are not synonymous. The ownership of ITIL has transferred from the Office of Government Commerce (OGC) to the Cabinet Office, following the move of OGC into the Cabinet Office.
The current version of the ITIL framework is the 2011 edition. The 2011 edition, published in July 2011, is a revision of the previous edition known as ITIL version 3 (published in June 2007).It was a major upgrade from version 2 (2001). Whereas version 2 was process oriented (split into two groups: service support and service delivery), version 3 is service oriented. Since ITIL V3, the various ITIL processes are grouped into five stages of the service lifecycle: service strategy, service design, service transition, service operation and continual service improvement (or CSI).
The use of the term "service management" is interpreted by many in the world as ITSM, but again, there are other frameworks, and conversely, the entire ITIL library might be seen as IT service management in a larger sense.
Other frameworks, concern with the overhead and limitations
Analogous to debates in software engineering between agile and prescriptive methods, there is debate between lightweight versus heavyweight approaches to IT service management. Lighter weight ITSM approaches include:
- ITIL Small-scale Implementation colloquially called “ITIL Lite” is an official part of the ITIL framework.
- FITS was developed for UK schools. It is a simplification of ITIL.
- CoPr or "copper calls for limiting Best Practice to areas where there is a business case for it, and in other areas just doing the minimum necessary.
- OpenSDLC.org is a Creative Commons ITSM/SDLC Framework Wiki.
- MOF 4 (Microsoft Operations Framework) covers the IT service management lifecycle with a practical focus.
In situations where the relationships between the parties do not fall neatly in bilateral client - service provider relationship, the limitations of the standard IT service management approaches become apparent. The traditional approaches tend to assume that the client has a direct contact with the service provider or providers, usually codified in a formal contract between the parties. However, these assumptions break down in some of the more complex multi-cloud scenarios or in the large-scale federated e-Infrastructures in the research domain (such as the European Grid Infrastructure). There are ongoing initiatives and projects that are addressing these limitations, such as:
Governance and audit
Several benchmarks and assessment criteria have emerged that seek to measure the capability of an organization and the maturity of its approach to service management. Primarily, these alternatives provide a focus on compliance and measurement and therefore are more aligned with corporate governance than with IT service management per se.
- ISO/IEC 20000 (and its ancestor BS15000). This standard is not identical in taxonomy to ITIL and includes a number of additional requirements not detailed within ITIL and some differences. Adopting ITIL best practices is therefore a good first step for organizations wishing to achieve ISO 20000 certification for their IT Service Management processes.
- COBIT (or the lighter COBIT Quickstart) is comprehensive and widely embraced. It incorporates IT service management within its Control Objectives for Support and Delivery.
Tools & ITSM platforms
The so-called ITSM or ITSSM tools are defined by the information technology research and advisory firm Gartner as a set of tools that “offer a tighter integration of functions that correlates with the activities of the broader IT support organization. ITSSM tools leverage a business view of IT services, enabling the IT support organization to quickly resolve or escalate issues and problems, improve root cause isolation, and provide higher levels of business user satisfaction. Using this business view, IT support organizations manage incidents, problems and service requests throughout their life cycles at a more efficient and effective rate. ITSSM tools also enable organizations to automate the workflow of process frameworks (such as ITIL) specific to IT service support (such as incident, problem, change, release governance and request management). ITSSM tools provide modules that enable business end users to find knowledge to support/resolve their computing-related issues or to request an IT service via an IT self-service module. “
There are a number of vendors in the ITSM space. A Web search for ITSM vendors results in over 100 ITSM related software companies. It can be narrowed on a basic shortlist of companies which were listed by Pink Elephant on its PinkVerify Toolset V3.0 or V3.1 certification and verification of product’s ITIL compatibility to general, core and integration suitability requirements for ITIL V3.
Also, there is a more broad overview on ITSSM functions that Gartner categorized as ITOM (IT Operations Management) Software which has been affected recently (2009-2011) by some shifts that has bringing new key players  playing together in the same landscape of offering where " The Big Four ITOM vendors (BMC Software, CA Technologies, IBM and HP) dominated the worldwide market share with 47% of the ITOM market. However, as the overall market has increased in size from $5.1 billion in 2002 to $18.3 billion in 2011, the combined share of these vendors has decreased by nearly 15% over the past 10 years."
- "ITIL® - ITIL Glossaries". Itil-officialsite.com. 2012-01-27. Retrieved 2012-10-07.
- IT Service Management Forum (2002). van Bon, J., ed. IT Service Management: An Introduction. Van Haren Publishing. ISBN 90-806713-4-7. Emphasis added.
- van Bon, J.(Editor) (2002). The guide to IT service management. Addison Wesley. ISBN 0-201-73792-2.
- For a (somewhat dated but comprehensive) discussion of frameworks visit hci-itil.com
- Sharon Taylor and Ivor Macfarlane (2005). ITIL Small Scale Implementation. The Stationery Office. ISBN 0-11-330980-5.
- Malcolm Fry (2010). ITIL Lite. The Stationery Office. ISBN 97801133121225 Check
- "FITS Introduction". E-ictsupport.org. Retrieved 2012-10-07.
- "CoPr". Core Practice. 2009-04-01. Retrieved 2012-10-07.
- "Microsoft Operations Framework". Microsoft.com. Retrieved 2012-10-07.
- "FedSM homepage".
- "CADF homepage".
- "CSA Open Certification Framework".
- "Magic Quadrant for IT Service Support Management Tools". Gartner. August 2012.
- "PinkVerify Toolset v3.0". Pink Elephant. February 2013.
- "PinkVerify Toolset v3.1". Pink Elephant. February 2013.
- "Magic Quadrant for IT Service Support Management Tools". Gartner. August 2012.
- "IT Glossary - Defining the IT Industry". Gartner.
- "Shifts in ITOM Include New Key Players". Gartner. October 2012.
- "Shifts in ITOM Include New Key Players (figure 2)". Gartner. October 2012.
- Eric J. Feldman (30 July 2007). "The Eight Essential Elements of an IT Service Lifecycle". ITSMWatch.com. Retrieved 15 December 2007.
- Atwell Williams (2 August 2012). "A Practical Guide to Service and Service Models". BMC Software. Retrieved 2 August 2012.